SUMMARY:

• Passed CCNA Exam on 6/21/01 with a score of 924
• Familiar with Internet Protocols, LAN/WAN Designs and Technologies, Subnetting, Variable Length Subnetting, Cisco ConfigMaker, Switching VLANS, VPN’s, TCP/IP Technologies, Broad band, DOCSIS, DSL T - 1’s and DNS
• Application and operating system experience in Windows NT, 2000, XP, Vista, Windows 7, MS-DOS, MS Office, MS Exchange

WORK EXPERIENCE:

Confidential, Broomfield, CO

Operations Engineer/NOC Engineer

Responsibilities:

• Monitored alarms on the IP production, MOSS and ATM networks
• Analyzed alarms for severity and impact to the networks
• Identified the root cause of alarms, and generate a case for network events requiring action
• Resolved network outages in a timely manner by paging on-call technicians, opening vendor cases for root cause analysis, ordering replacement parts and chassis, and getting these parts and chassis up and configured with in required SLA’s
• Logged into multiple routers and switches, modified configuration scripts and isolated links for trouble shooting and triage
• Responsible for dispatching technicians to maintain network integrity
• Ordered spare parts worldwide and helped maintain inventory supplies and records
• Enlisted Vendor support and help with root cause analysis of network equipment
• Responsible for scheduling, organizing and implementing Global Change Requests (Planned network maintenances that affect major metropolitan areas)
• Worked on the following vendor equipment: Brocade, Juniper, Cisco, Alcatel/Lucent, Force 10/Dell, and Overture.

Confidential, Denver, CO

Inbound Tier 2 Representative/Single End User NOC

Responsibilities:

• Provided partner support for the following products: T-1’s, Bonded SDSL, Ethernet over Copper, and DSL
• Provided escalation support for partners, end users, sales reps, field technicians, and Tier 1 agents
• Assisted field technicians with router configurations, and network issues
• Utilized Nims, and provisioning software to rewire circuits to resolve circuit errors, and switch utilization issues
• Escalated circuit issues to the Ilec, and made sure issues were addressed in a timely, competent manner
• Indentified outages and escalated these issues to the multi-end user NOC
• Fixed provisioning issues, and submitted unresolved provisioning issues to software engineering, made sure issues were resolved in a timely manner

Confidential, CO

Technical Support Representative Tier 2

Responsibilities:

• Assisted small business customers to connect to the Comcast HSI service
• Assisted TSR’s with technical and supervisor related issues
• Promoted to Tier 2 support; responsible for higher-end DNS support for Comcast customer’s
• Initiated and hosted conference bridges when needed for critical issues; set up conference calls with appropriate XOCs, followed issue through to resolution, provided documentation as needed.
• Assisted customers with DNS, and client configuration issues relating to implementation of Comcast Exchange and webhosting services
• Identified areas for improvement of process/procedure and provided feedback to supervisors and management
• Assisted in internetwork connectivity issues, including port forwarding, security, and ACL issues
• Identified areas of and coaching for Tier I
• Assumed ownership of any issue escalated from Tier 1 - Follow up and customer call backs included
• Communicated issues and outages to team, supervisors and management
• Troubleshot the following issues & equipment:
• Connectivity
• Network: DHCP, RF
• Equipment: Modem, Router or combination device (stability of equipment as well as configuration)
• LAN Issues: Identify customer LAN issues and assisted customers in resolving these issues
• Email troubleshooting
• Client configuration
• Webmail configuration
• Assisted customer in creating accounts on Comcast Exchange Platform
• Troubleshoot bounced messages and assisted in resolving BB issues.
• Assisted Exchange Administrators in troubleshooting customer’s mail issues
• Web hosting troubleshooting
• Identify website failure cause
• Validate DNS flow
• SMC Gateways
• Create configuration files
• Modify existing configurations
• Cisco Gateways
• Create configuration files
• Modified existing configurations, and assisted customer with LAN configuration and port forwarding issues
• Assisted customers with DNS updates and troubleshooting
• Assisted with node moves and all associated work (including customer calls)
• Scheduled RIP migrations and all associated work (including customer calls.)
• Emergency RIP migrations
• Escalation point for missed truck rolls
• Escalation point for propriety system tools during any failure
• Responsible for opening network tickets and escalating to the appropriate NOC
• Handled executive level escalations, division complaints, large account problems. Provided timely and accurate updates to supervisors, managers, and other appropriate parties
• Handled escalations from ESL Team. Provide timely and accurate updates to supervisors, manager, and other appropriate parties
• Provided complete troubleshooting and detailed documentation in all tickets
• Support of RIPv2 Static customers (ability to manage NetControl or IPControl, created configuration files, utilized the TFTP servers & troubleshot routing problems)

Confidential, Greenwood Village, CO

PC Install Technician

Responsibilities:

• Installed and added 60 PC’s to the Comcast domain
• Assisted in imaging PC with standard Comcast softwareProvided PC and Mainframe technical support, and user administration for all Northrop Grumman Corporation sectors
• Supported remote access connectivity via dial-up, and HSDA via Cisco VPN client
• Provided email support for Outlook, and Outlook Web access
• Provided support for all MS Office and Northrop Grumman Corporation applications, including SAP, RSA, and Databasics